INDU TANWAR (PROJECT)

IILM-AHL, JAIPUR
Page 1
Summer Internships 2013
PGDM 2012-14
Summer Internship Project Report
On:
“Performance Management of Employees”
Undertaken at
THE OBEROI RAJVILAS
Jaipur
Prepared By:
(INDU TANWAR)
Company Guide Faculty Guide
Major Manoj Agnihotri (HR Manager) Dr. Veena Dutta

IILM-AHL, JAIPUR
Page 2
DECLARATION
I Indu Tanwar student of Post Graduation Diploma in Management in the Academic year
2012-14 at IILM-AHL, Jaipur (Rajasthan), hereby declare that I have completed project
titled “Performance Management” at “THE OBEROI RAJVILAS”, Jaipur” as a part of the
course requirement of PGDM of IILM-AHL, Jaipur.
I further declare that the information is true and original to the best of my knowledge.
Date:
Place:
(INDU TANWAR)

IILM-AHL, JAIPUR
Page 3
PREFACE:
Management of modern business requires an appreciation of multidisciplinary concepts
and in depth knowledge of specific analytical tools, geared to the solution the real life
problems.
No doubt every real situation is unique but a set of theoretical tools of knowledge, itself
based on empirical foundation.
It can help in developing the mechanism for handling such situation. So this PGDM
curriculum has been designed to provide the future managers with ample practical
exposure to the business world.
Human Resource Management & its functions are the part of economic activity. Like all
other departments HR department also plays a vital role in the proper and smooth
functioning of a company.
HR department is essentially needed for all types of organizations viz; small, medium,
large-scale industries & service sector.
Summer training is essential for the fulfilment of PGDM curriculum, it provides an
opportunity to the student of understand the industry.
My summer training at The Oberoi Rajvilas, Jaipur was an eye opening experience for me.
It is widely accepted fact that success of an organization or business depends on its human
resource that quality, calibre and character of people working in it.
The most important thing that an organization requires in order to work smoothly is the
right person on right place and at the right time. The characteristics and contribution of the
employees affects the goals of an organization. Therefore it is very necessary that
performance of the employees should be evaluated from time to time.
Thus performance appraisal becomes a necessary tool to judge the weak areas of the
employee’s personality. And also help the management to work in the direction of its
improvement.
The level of Performance Management System in The Oberoi Rajvilas, Jaipur is judged on
the basis of the data collected from the employee’s through the bar survey method of
structured questionnaire. After analyzing and interpreting the recorded data I reached at
the conclusion and recommendation which will help the hotel to make it PMS
(performance management system) more effective in order to increase the productivity of
its employees and thus to fulfil its objectives.
In these days of exposure I learned a lot on various
aspects of organizational structure, departments, technological skills, communication,
interpersonal skills and their impact.

IILM-AHL, JAIPUR
Page 4
ACKNOWLEDGEMENT
“Project is the part of our study”. The making of project is never an easy task for a single
student. It requires support from other people also who either do year work or teaching
you the things that you had never heard before. To complete any project it is essential to
give importance to teamwork. The completion of project report on “ The Oberoi Rajvilas”
and its Performance Management System” involves work of many individuals.
I had a privilege of doing training under highly skilled and professional for which I am
thankful the team of “RAJVILAS” for giving me conductive environment for getting
training which gives me maximum productivity of my part.
I take this opportunity to express my heartfelt gratitude to Mr. Anshul Kaul (General
Manager) for giving me opportunity to work in “RAJVILAS” for 45 days.
I would also like to thank Major Manoj Agnihotri (HR Manager) Mr. Raman Singh (HR
Supervisor) & Miss. Nandita Gupta (HR Asst.) for their guidance and support.
I would also like to thank Dr. Veena Dutta who has always been open to discussion and
frequently enquired about the project and any problems faced. She has also given me
valuable guidance as to how to go about the project.
Finally I would like to thank IILM-AHL, Jaipur to provide me with necessary facilities to
efficiently go about my project. I am thankful to my parents, friends who have directly or
indirectly supported me and inspired me in this project.
Indu Tanwar
IILM-AHL Jaipur
PGDM (12-14)

IILM-AHL, JAIPUR
Page 5
EXECUTIVE SUMMARY
This project was carried out in order to study the effectiveness of Performance
Management System in Hotel Rajvilas, Jaipur.
It is well known that organizational development depends on proper utilization of the
human resource. It is necessary that all their efforts should be directed towards
organizational development.
It is necessary that their strong points should be utilized for development their weaknesses
should be recognized and removed as soon as possible. And proper guidance should be
given to them for future actions. All this is done through Performance Management
System.
The Performance Management System evaluates the performance of the employees on the
following factors like change in quantitative production, quality, cost, time control,
management abilities, communication and technological skills etc.
After the evolution the contribution of employees of employees are recognized and
deserving candidates are promoted accordingly.
On the other hand the system also helps the employees and the management to him and
enables from to strive for improvement. The reporting and the reviewing officer according
to the need of the employees give suggestions for counseling and training.
To find the effectiveness of this system in Hotel Rajvilas, Jaipur intensive study has been
done and the perception of the employees and the reporting officer has been observed
through the questionnaire.
Analysis and interpretation has been done which shows the strength and weaknesses of the
performance management system in the Rajvilas, Jaipur.
Accordingly suggestions and recommendations have been given so that the company can
go through them and implement them for future growth of their organization using their
most important, the most effective and the most efficient, i.e. the “HUMAN RESOURCE”

IILM-AHL, JAIPUR
Page 6
Contents :
CHAPTER-1
INTRODUCTION OF OBEROI GROUP
Profile of Oberoi Group...................................................................................................7
Mission of Oberoi group: .............................................................................................. 9
Vision of Oberoi group: ............................................................................................ ....10
Dharma of Oberoi group................................................................................................. 11
CHAPTER-2:
OVERVIEW OF THE OBEROI RAJVILAS ............................................................... 16
Awards and achievement: ............................................................................................... 17
Professional hotel education programme: ....................................................................... 22
Objectives: ....................................................................................................................... 22
Benefits: ........................................................................................................................... 22
CHAPTER-3
INTRODUCTION OF PERFORMANCE MANAGEMENT ........................................ 23
Definition of performance Management: .........................................................................23
Objective of performance Management: ..........................................................................24
The Process of Performance Management: ..................................................................... 24
CHAPTER-4
PERFORMANCE MANAGEMENT SYSTEM IN
THE OBEROI RAJVILAS, JAIPUR ............................................................................. 25
Objectives: ........................................................................................................................ 25
Procedure: ......................................................................................................................... 26
Necessary things to be considered at the time of Performance Management: ................. 28
CHAPTER-5
RESEARCH METHODOLOGY..................................................................................... 29
CHAPTER-6
DATA ANALYSIS AND INTERPRETATION .............................................................. 39
FACTS AND FINDINGS/LIMITATIONS: .................................................................... 40
SWOT ANALYSIS………………………………………………………………………40
SCOPE OF STUDY...........................................................................................................41
CHAPTER-7
RECOMMENDATIONS, CONCLUSIONS & SUGGESTIONS……………………….43
ANNEXURES 1…………………………………………………………………….........46
ANNEXURES 2………………………………………………………………………….48
ANNEXURES 3…………………………………………………………………………..50
ANNEXURES 4…………………………………………………………………………..57

IILM-AHL, JAIPUR
Page 7
CHAPTER-1
INTRODUCTION OF THE OBEROI GROUP
PROFILE OF OBEROI GROUP
Rai Bahadur Mohan Singh Oberoi – The Founder Chairman
M S Oberoi was born in Bhaun on August 15, 1898. His father Sardar Akhtar Singh had
gone to Peshawar, in search of a job, fallen to influenza epidemic instead and died before
he could say good-bye to his 18-year-old bride and their 6-month-old son.
The Oberoi group is a leader amongst Asia’s hospitality companies. Founded in 1934, the
group owns and manages thirty-three luxury and quality hotels worldwide.
The Group has an international sales and marketing network with sales offices in New
York, London, Hong Kong, Sydney and several Indian cities. The Group’s portfolio of
business includes Airline Catering, Airport Bars and Restaurant, Delicatessen Products,
Travel & Tour Services, Car Hire, Real Estate and Construction.
The market capitalization of the flagship company of the Group, EIH Limited, currently
exceeds US$ 700 million. Mr. Oberoi passed away on 2nd
May 2002.

IILM-AHL, JAIPUR
Page 8
His achievements and successes did not, however, take away his simplicity and fashioned
charm. He retained a unique humility about himself and said, ‘I have been able to accept
the challenge and make good – there is comfort in knowing that whatever little I have
achieved has also helped to raised the prestige of my country’.
CHAIRMAN OF THE OBEROI GROUP:
Chairman – EIH-Ltd.
Mr. P R S Oberoi, Rai Bahadur M. S. Oberoi’s second son, has inherited his father’s quest
for excellence and player a key role in introducing new concepts in Indian hospitality by
creating new products and services that match the best in the world. His pioneering role
was evident in the creation of the flagship hotel of the Group, The Oberoi Bombay, which
stunned the world with its offer of the ultimate in Luxury. Driven by the passion for
excellence, the luxury hotels of the Group display a dedication to performance and an
attention to detail, which has come to be recognised as an Oberoi Hallmark. P R S Oberoi
took his father’s dream even future by exporting Oberoi Management expertise to
Australia, Egypt, Saudi Arabia & Indonesia.
In addition to providing leadership for the management of the hotels in six countries, Mr.
P R S Oberoi, is most active in the development of new Oberoi Hotels and first class
international hotels for different market segments as well as diversification into related
areas of business.
Mr. Oberoi was primarily responsible for starting the Oberoi School of Hotel
Management, in 1966, which became the Oberoi Centre of Leading & development in
1995.Mr. Oberoi is an active member of the World Wild Life Fund for Nature and is
known for his efforts in the promotion of environmental conservation. He is also a patron
of the Indian Polo Association Today under his dynamic leadership, the group is poised to
increase its portfolio by the year 2005 by adding new hotels.

IILM-AHL, JAIPUR
Page 9
The Oberoi Group Mission
Their Guests
We are committed to meeting and exceeding the expectations of our guests through our
unremitting dedication to perfection in every aspect of service
Their People
We are committed to the growth, development and welfare of our people, upon whom we
rely to make this happen.
Their Distinctiveness
Together, they shall continue the Oberoi tradition of pioneering in the hospitality industry,
striving for unsurpassed excellence in high-potential locations from the Middle East to
Asia Pacific.
Their Shareholder
As a result, they will create extraordinary value for their stakeholders.

IILM-AHL, JAIPUR
Page 10
The Oberoi Group Vision
It see organization, which aims at leadership in the hospitality industry by understanding
its guests, designing and delivering products and servicing, which enable it to exceed their
expectations. We will always demonstrate care of our customers through anticipation of
their needs, attention to detail, excellence, warmth and concern.
We see a lean responsive organization where decision-making is encouraged at each level
and which accepts change. It is committed and responsive to its guests and other
stakeholders.
We see a multi-skilled workforce, which consists of team players who have pride of
ownership, translating organizational vision into reality.
We see an organization where people are nurturned through permanent learning and skill
improvement, and are respected, hear, and encouraged to do their best. Oberoi is
recognized as best practice for training and developing its people.
We see a more multinational workforce, which has been exposed to different cultures,
problems and situations and can use its experiences to enrich the local employees, whether
in India or overseas.
We see the world dotted with hotels of the Oberoi Group, in strategic commercial & resort
locations.
We see user-friendly technology enhancing value for our customers and helping our
personnel by making information more accessible.
We see an organization, which is conscious of its role in the community, supporting social
needs and insuring employment from within the local community.
We see an organization, which is committed to the environment, using natural products
and recycling them to the environment, using natural products and recycling items, thus
ensuring proper use of diminishing natural resources.

IILM-AHL, JAIPUR
Page 11
The Oberoi Dharma
Fundamental Code of Conduct
We as members of OBEROI organization are committed to display through the behavior
and action the following CONDUCT, which applies to all aspects of the business.
CONDUCT which is of the highest ethical standards – intellectual, financial and moral
and reflects the highest levels of courtesy and considerations to others.
CONDUCT which builds and maintains Team work, with mutual trust as the basis of all
working relationship.
CONDUCT which puts the customer first, the Company second and the self last.
CONDUCT which exemplifies care for the customer through anticipation of need,
attention to detail, excellence, aesthetics and style and respect for privacy along with
warmth and concern.
CONDUCT which demonstrates two-way communication accepting constructive debate
and whilst acting fearlessly with conviction.
CONDUCT which demonstrates that people are our key asset, through respect for every
employee, and leading from the front regarding performance achievements as well as
individual development.
CONDUCT which at all times safeguard the safety, security, health and environment of
customers, employees and the assets of the company.
CONDUCT which eschews the short-term quick-fix for the long-term establishment of
healthy precedent.

IILM-AHL, JAIPUR
Page 12
The Oberoi People Philosophy
Key Principles:
Organization Structure and Manning- Organizational structures will be lean, with a
minimum number of levels and clear individual reporting and accountability.
Recruitment and Selection- At every level of the organization, we will select people of
the highest quality and the highest potential to advance our business.
Performance Appraisal- To inculcate a culture of personal growth and organizational
excellence based on the principles of performance – based results.
Learning & Development- We will aim for world-class managerial and technical
excellence using continuous learning and development to support the business and
encourage growth from within.
Career Development- We will provide careers, not merely jobs, to our people, through
developing them in ways where organizational needs are matched with personal strengths
and potential.
Succession Planning- Our focus on development of people will reflect our international
character and ensure that we have the right number of employees with the appropriate
skills in the right place at the right time.
Transfers- Transfers national and international will be based on organizational needs
and career development requirements of the individuals
Compensation- The compensation philosophy will enable us to recruit and retain the best
and the most highly motivated talent, and will encourage the highest level of performance
amongst our employees through result based reward and recognition and be related to the
company’s overall business performance.
Employee Relations- To create and preserve an open and harmonious environment in
which employees at all levels will want to give off their very best in delivering world class
service at the highest level of productivity.

IILM-AHL, JAIPUR
Page 13
CHAPTER-2:
OVERVIEW OF THE OBEROI RAJVILAS
Located just eight kilometers from Jaipur, The Oberoi Rajvilas is the perfect base from
which to explore one of India’s most exotic and vibrant cities. This idyllic retreat that
evokes princely Rajasthan with luxury villas and royal tents in a fort-like setting is
situated on 32 acres of lush gardens, flowering trees and cascading fountains. The hotel
offers 54 Premier Rooms, 13 Luxury Tents, one Royal Tent, two Luxury Villas with
Private Pools and one Kohinoor Villa with a Private Pool.
A 280-year-old Shiva temple and a Rajasthani haveli (mansion) on the premises of the
hotel have been carefully restored. Extensively renovated and restored, the haveli serves as
the Oberoi Spa that offers holistic, Ayurvedic and Western therapies for beauty and
relaxation.
The Oberoi Rajvilas revives the princely lifestyle of India’s legendary Rajput princes and
offers consistently high standards of facilities and services.
The Oberoi Rajvilas is spread over 32 acres of lush green gardens. The beautiful purple
Jakaranda and deep orange and yellow Gulmohar trees are splashed with the contrasting
hues of bright flaming red bottlebrush trees. Rows of the beautiful Indian Amla
(gooseberry) trees crown over the pathways merging with the green lawns to make a very
pleasing site. Jasmine and night queen scent the air in the early evenings, a fragrance
unique to India.
Rooms & suites
All our rooms come with the following features:
LED TV, DVD & CD player, satellite television, wired broadband internet access & Wi-
Fi, separate walk-in closet, electronic safe, direct dial telephone, personal mini-bar, tea
coffee making facility, 24-hour butler service.
The interiors in their simplicity, elegance and attention to detail, showcase all that is finest
in modern and traditional Indian craftsmanship. All rooms feature a white Italian marble
bathroom with a sunken bathtub looking into its own private walled ornamental garden.
Premier Rooms
The Oberoi Rajvilas offers 54 Premier Rooms located in clusters of four and six rooms.
Each cluster includes a central courtyard with a garden and fountain. The Premier Rooms
measure 42 square metres each. These include an elegantly appointed bedroom with a four
poster king size bed, a dressing room with a walk-in closet and a spacious marble four

IILM-AHL, JAIPUR
Page 14
fixture bathroom with a sunken bath and separate shower overlooking a private walled
garden.
Luxury Tents
The Oberoi Rajvilas has 13 air-conditioned Luxury Tents that measure 45 square metres
each and are surrounded by a private garden. The tent features an elegantly appointed
bedroom with a king size bed, a dressing area with two closets, a four fixture bathroom
with a free-standing claw footed bathtub opening onto the private patio with lounge beds.
The interiors of the tents are beautifully appointed with block printed and hand
embroidered fabrics and timber flooring. Each tent offers a private terrace and a garden
around the perimeter surrounded by a traditional Rajasthani mud wall.
Royal Tent
The Royal Tent has two separate air-conditioned tents: one as the master bedroom and
another as the living room. The beautifully appointed, living room tent has a dining table
for six people, a small lounging area, washroom and a writing table. The bedroom tent
features a four poster king size bed, a dressing area with two closets, four fixture bathroom
with a free-standing claw footed bathtub. Set in an expansive area of 600 sq mts, the
Royal Tent has a beautifully manicured private garden enclosed by the traditional mud
wall which is ideal for relaxing and private dining.
A stay in Royal Tent includes complimentary transfers between local city airport or
railway station and hotel.
Luxury Villa with Private Pool
Each Luxury Villa has a private swimming pool which is heated in winter, a bedroom with
a four poster king size bed and a dressing room with walk in closet. The en-suite marble
bathroom has a double vanity counter, a sunken bath and separate shower cubicle
overlooking the private walled garden. The villa also has a separate living room, a pantry
and an outdoor dining pavilion overlooking the pool. A stay in Luxury Villa includes
complimentary transfers between local city airport or railway station and hotel.
Kohinoor Villa with Private Pool
Each Luxury Villa has a private swimming pool which is heated in winter, a bedroom with
a four poster king size bed and a dressing room with walk in closet. The en-suite marble
bathroom has a double vanity counter, a sunken bath and separate shower cubicle
overlooking the private walled garden. The villa also has a separate living room, a pantry
and an outdoor dining pavilion overlooking the pool.

IILM-AHL, JAIPUR
Page 15
Dining
The exceptionally high standards of service that distinguish Oberoi Hotels and Resorts
around the world are evident in the gourmet dining offered to guests at The Oberoi
Rajvilas..
Surya Mahal
Surya Mahal is our international restaurant serving breakfast, lunch and dinner. The
cuisine features a selection of dishes from around the world, many of which are prepared
from fresh produce straight from the garden at the hotel.
Local artisans perform live instrumental Indian music every night in the adjoining outdoor
courtyard, where guests can choose to dine under the stars. At Surya Mahal, regal
ambience, impeccable service and delectable cuisine integrate to create a memorable
gastronomic experience.
Raj Mahal
Raj Mahal, our Indian specialty restaurant, offers regional delicacies from diverse parts of
India. The menu includes a variety of authentic dishes not commonly found in most Indian
restaurants. The adjoining bar is a perfect place to unwind with a pre-dinner cocktail.
Within the restaurant is a Tandoor bar, where diners are encouraged to participate in
making kebabs and Indian breads. Raj Mahal also offers alfresco dining in its courtyard.
With a majestic Rajasthani setting and an elegant and refined atmosphere, the Raj Mahal
culinary experience is a fascinating journey which is as intriguing, exotic and delicious as
India's rich traditions and cultures.
Raj Mahal is open on all days of the week for six months a year between October - March.
Rajwada Library Bar :
Rajwada is our library bar serving a selection of signature cocktails, fine wines and
liquors. It hosts a one hour discussion with an acclaimed local historian about Jaipur and
the Rajputana twice a week.With an intimate setting, collection of rare books on history
and literature, old manuscripts and board games, Rajwada is a perfect place to relax and
unwind.
24 Hour In-Room Dining
Some evenings, tired from traveling around the many attractions that Jaipur has to offer or
unwound by a pampering day spent at The Oberoi Rajvilas Spa, guests may prefer to relax

IILM-AHL, JAIPUR
Page 16
in their own rooms for dinner. With 24 hour in-room dining and 24 hour butler service,
this is always a pleasant alternative.
SPA
Signature Indigenous Rituals
Romance of Rajputana3 hours
(Steam, exfoliation, envelopment, massage, bathing ritual)
Created as a tribute to beauty traditions of royal Rajasthani splendour. Spirit of Ayurveda3
hour
(Ayurveda massage, herbal pouch massage, shirodhara, bathing ritual)
Be treated like royalty as we pamper you with a natural blend of minerals. The
combination of purifying body exfoliation and nourishing, mineral-rich mud wrap leaves
the body silky smooth. A unique facial massage revives your complexion whilst a hot lava
shell massage re-mineralises your skin, soothes your muscles and banishes tension and
stress for renewed sense of relaxation.
Maharaja Classic2 hour
(After workout massage, gentlemen’s facial)
Ease away the knots and tension with an after workout massage followed by a
gentlemen’s mineralising facial. A perfect antidote for total relaxation of the entire body,
mind and spirit.
Reservations and Cancellations
All spa therapies can be scheduled or cancelled at the spa. We understand that unavoidable
circumstances may arise and cancelling your appointment might be necessary. If you find
yourself unable to keep your appointment, please contact the spa within a 4 hour time
frame to avoid the full charge of your service.

IILM-AHL, JAIPUR
Page 17
Best Practices at The Oberoi Rajvilas
1.HIRING AND WELCOMING
•Welcoming of all new joiners – All Executives including General Manager come down
to cafeteria to welcome new joiners. There is an Arti-Tika ceremony conducted for all new
joiners.
•Psychometric Test- Hotel has developed a psychometric test for all new hires which
tests new hires on various personality traits which are essential to be part of The Oberoi
Rajvilas.
•7 Days Induction- Every new joiner undergoes 7 days induction where in each employee
is sent to all the departments to know their working. An extensive induction is taken on
culture and practices by HR department to help them integrate into the culture. Induction
folder has what to observe sheet as well to help them ask relevant questions. Also, the kit
contains Rajprashna which has entire information on hotel and its history and various
products used. A detailed class on company’s Mission Vision Dharma and blue print is
conducted by training department.
•City Tour- Hotel Organizes a city tour every month for new joinees to familiarize them
with the city. This not only helps employees to settle down better but makes them
knowledgeable for their interactions with the guests.
2. SPEAKING
•General Manager’s Address- Every month the General Manager and executive team of
the hotel address the team members regarding the past months happenings which includes:
Finance Update, Guest Feedback, employee activities held ,brief on new product and
service introduced and The General Manager conducts a session to motivate team
members.
• General Manager’s Training-The General Manager conducts a training session every
Friday on The Spirit and Blue prints of Oberoi Rajvilas for team members to inculcate
ethos of Rajvilas.

IILM-AHL, JAIPUR
Page 18
•Facebook Page- Rajvilas Employee Experience- Hotel has an employee experience
page which has been recently launched where information about every activity, events and
pictures are shared with team members.
3. LISTENING
•Employee’s participation in Management -We have five committees which are very
active – Cafeteria Committee, Health & Safety Committee, Green Ambassadors
Committee, Team Welfare committee, Women Help Committee. A lot of great ideas come
through these committees.
•Fresh Eyes –Team members after 2 to 3 months of their joining, are invited for a high tea
with GM and HR Manager. Their feedback on the place and initial observations
likes/dislikes are asked and actioned. A photograph of team members with GM is sent to
their parents along with a letter from GM.
•Internal Survey : Hotel conducts internal satisfaction survey in the year when there is no
survey conducted from External Agency.
•Cafeteria Feedback Register : Team Members can write their complaints/Feedback in
the register kept in cafeteria which is read and signed by HR Manager every day.
•Job Chats – Team members give their feedback on work/processes during job chats with
their department heads every quarter.
•21 Days Questionnaire -Hotel have 21 days Critical Questionnaire which they ask new
team members to fill after completion of 21 days in the hotel joining. These questions help
them to know the initial problems a team member may face and helps them to identify
issues.
4. THANKING
•General Manager cooking breakfast for the team - On one chosen day every month, GM,
HR Manager prepare breakfast for the team in the morning. A Thank you from the GM to
the entire team.
•Rajvilas Ratna Program : Hotel has a recognition and reward program named “Rajvilas
Ratna” which has various parameters for earning points. Team members can earn points
through Guest Recommendations, Ideas, HOD nominations , Complementing a team
member, GM recommendation, Trainer for the month, Guest History updation, Power of
1500 used, upselling & by Raising perfect checks. Winners get attractive prizes. A total of
approximately 30 people are rewarded by this program.

IILM-AHL, JAIPUR
Page 19
5. DEVELOPING
•Succession Planning Meeting – HOD’s discuss high potential team members in career
development meeting which now happens every quarter. All high potential/ performing
team members are discussed in this forum and training/support is extended to them if
needed to develop. It is a conscious effort to develop high potential team members.
•Educating Contract Team by taking them as apprentices – As per Apprentices Act we
are supposed to train 18 apprentices. Out of total 18 apprentices, hotel decided to choose 9
apprentices out of the present contract team only. These contract team members are
educated and used to display high level of commitment. It has acted as a big motivation
for the present contract team.
•Three Minute Briefing: Daily 03 minute training conducted by team members in their
departmental briefings on subjects they have volunteered for. Aimed at knowledge
enhancement through extensive research and improvement in communication and
presentation skills.
•Wednesday Quiz – A quiz is organized on General/ Current Affairs every Wednesday by
training Manager to increase knowledge of team members.
Save Environment Campaign:
Save Environment Campaign is aimed at making people aware of the importance of
environment friendly practices through our Green Ambassadors Committee
•Educating team / contract team on Environment Friendly Practices- Through poster
making competitions and slogan writing competitions on Environment Friendly practices,
we educate our local contract team who certainly has an impact on society in the vicinity
as our contract team is mostly from local community. We have also included their children
in some of these contests. We also encouraged team members to take one pledge towards
saving their environment. The pledge has been put framed and put in the corridor.
•Plantation: We conduct plantation on Environment day and during Monsoon season to
maintain greenery.
•Hotel is a home to various species of birds and plants. Hotel was built around the
greenery the place had not even a single tree was cut to construct as we firmly believe in
saving the environment. Every tree which dies due to age is replaced with a plant to
maintain greenery and ecological balance of the place.

IILM-AHL, JAIPUR
Page 20
Donating Old Clothes, Shoes & Books/Toys -
We organize to donate old clothes, toys, books etc to under privileged sections of society
with on NGO named “With Care”. A number of team members participate in the same and
we could collect a lot of good stuff and donate.
Mother Teresa Home & SOS Children’s Village
The Oberoi Rajvilas supports two organisations, SOS Children’s Village Jaipur and
Mother Teresa Foundation who provide better futures to underprivileged members of the
society.
Team members of The Oberoi Rajvilas visit both Mother Teresa Home and SOS
Children’s village on various occasions throughout the year, where we give donations,
provide needed equipment or just share a moment of warmth with people who have it
harder in life than we do. We also collect donations from our guests who wish to donate
for these two organisations.
Awards and achievement:
 Oberoi Hotels & Resorts has been voted World’s Best Hotel Brand
by the readers of Travel + Leisure in 2013 World’s Best Awards.
 Top 15 Resorts in Asia (Ranked 2nd) - Condé Nast Traveler, USA, Readers'
Choice Awards 2012
 Top 25 Luxury Hotels in India(Ranked 1st) - TripAdvisor, Travellers' Choice
Awards 2013
 Top 25 Luxury Hotels in India (RAJVILAS)
(Ranked 8th
) by TripAdvisor, Travellers' Choice Awards 2013
Professional hotel education programme:
STEP’s
Systematic Training and Education Programme is a three year program for students who
are 18 years of age and have completed or are about to complete standard XII. STEP
offers comprehensive on the job training in Hotel Operations or Kitchen Operations at
select hotels of The Oberoi Group for a period of three years. Along side training, STEP
also includes facilitating education through a correspondence Bachelor's degree in
Tourism Studies from Indira Gandhi National Open University.

IILM-AHL, JAIPUR
Page 21
OCLD
The Oberoi Centre for Learning and Development is based in Delhi. OCLD offers 2 year
post graduate diploma in Guest Service Management, Housekeeping Management and
Kitchen Management, post completion of which candidates may get an opportunity to
join The Oberoi Group as an Operations Executive. They are eligible to join OCLD if they
have completed or are about to complete their graduation in any discipline or degree in
Hotel Management.
OCER
Oberoi Central Employment Register is a database of candidates who are selected to work
as Operations Assistants in The Oberoi Group during an annual recruitment process. The
candidates are selected through a recruitment drive conducted across locations in India.
After being selected during the OCER recruitment, the candidates get allocated to hotels
of The Oberoi Group where they start their career as an Operations Assistant in Front
Office, Food & Beverage Service, Housekeeping or Kitchen Department. They are
eligible for selection in OCER if they have completed or are about to complete your
graduation in any discipline or diploma in Hotel Management.
Objectives:
1. To ensure that the Centre can provide for its students a comprehensive on-the-job
practical training experience in real hotel working environment, in order to prepare
employable professionals.
2. To provide an opportunity to all sections of the society to evolve into trained hotel
professionals without charging them any fees/remuneration, thereby improving their
standard of living.
3. To fulfill the increasing quality manpower requirements and improve the industry’s
operational performance.
4. To complement the nation’s objective of providing excellent hospitality and tourism
experience to tourists from India and abroad.
5. To establish Oberoi’s as the benchmark for other industry players to emulate and
improve, by constantly evolving innovative and exceptional practices at the Centre for
Excellence.

IILM-AHL, JAIPUR
Page 22
Benefits:
1. The youth of the country shall become more employable and will develop into
specialists in respective spheres:
 Front Office Operations
 House Keeping Operations
 Food & Beverage Service Operations
 Food & Beverage Production Operations
2. The selected trainees would be provided a Diploma in Professional Hotel Education
from the Oberoi Group of Hotels, or Certificate in Professional Hotel Education from
Oberoi Group of Hotels.
3. Support will be provided to Diploma students to pursue Bachelor of Tourism Studies
degree from Indira Gandhi National Open University (IGNOU).
4. They would not be required to pay any fees/ remuneration for the STEP programme.
5. The Hotel shall also make a payment of stipend to take care of their pocket expenses.
6. Major expenses will be borne by the Hotel including uniform and meals on duty.
7. Reference books and evolving concepts/techniques will be made available to the trainees.
8. Access to the computer centre would be an added advantage

IILM-AHL, JAIPUR
Page 23
CHAPTER-3
INTRODUCTION OF
PERFORMANCE MANAGEMENT
Performance Management
Performance Management is the process of creating a work environment or setting in
which people are not able to perform to the best of their abilities. Performance
management is a whole work system that begins when a job is defined when needed. It
ends when an employee leaves the organization. Many writers and consultants are using
the term “Performance Management” as a alternate for the traditional appraisal system.
A performance management system includes the following actions.
.
 Develop clear job descriptions
 Negotiate requirements and accomplishment-based performance standards,
outcomes and measures.
 Provide effective orientation, education, and training.
 Provide on-going coaching and feedback.
 Conduct quarterly performance development discussions.
 Design effective compensation and recognition systems that reward people
for their contributions.
 Provide promotional/career development opportunities for staff.
 Assist with exit interviews to understand WHY valued employees leave the
organization.
 Select appropriate people with an appropriate selection process.

IILM-AHL, JAIPUR
Page 24
Objective of Performance Management:
 Data relating to performance assessment of employees are recorded, stored and use
for several purposes. The main purposes of employee assessment are:
 To effect promotion based on competence and performance
 To confirm the services of probationary employees upon their completing the
probationary period satisfactorily.
 To assess the training and development of employees.
 To decide upon a pay raise where (as in organized sector) regular pay scales have
not been fixed.
 To let the employees know where they stand in so far as their performance is
concerned and to assist them wish constructive criticism and guidance for the
purpose of their deployment.
 To improve communication performance appraisal form provides a format for
dialogue between the superior and the subordinate and improves understanding of
personal goals and concerns. This can also have the effect of increasing of personal
goals and concerns. This can also have the effect of increasing trust between the
rater and rate.
 Finally, performance management can be used to determine whether HR
programmer’s such as selection, training and transfers have been effective or not.

IILM-AHL, JAIPUR
Page 25
CHAPTER-4
PERFORMANCE MANAGEMENT SYSTEM IN THE
OBEROI RAJVILAS, JAIPUR
Obejective of research:
To know the level of Performance Management in the Oberoi Rajvilas and to know the
satisfaction level of the employees in the organization for performance management.
Performance Management System:
Performance management system needs to be implemented in entirely so as to provide
“feedback”, “accountability”, “documentation” and “recognition” for performance
outcomes on a continuous basis through the “RAJVILAS RATNA” performance
recognition programme. It shall guide employees to channel their talents towards
performing at their peak level so orgnisation can compete and create waves.
Objectives:
 To make known the performance-base of the company to the employees to ensure
an objective assessment of employee’s performance and potential on his/her
performance appraisal.
 To establish an objective basis for the differing levels of performance and to
identify executives with potential to grow in the organization.
 To counsel the employees appropriately regarding their strengths and weaknesses
and assist in developing them to realize their full potential in line with the
company’s objectives and goals.
Procedure:
 The management recognizes the fact that it is through the people that the hotel can
achieve its target of excellence.
 The management firmly advocates that it is through constant and objective
appraisal that an employee can be motivated, groomed and developed into the
ranks of the organization.
 The performance management system is also used to identifying the training needs
with a view of improving attitudes, skill and knowledge of hotel employees (and
not solely for reward) for the purpose of salary administration.

IILM-AHL, JAIPUR
Page 26
 Every employee shall be required to undergo a performance interview at least once
a year in accordance with the employment of service or promotion anniversary.
The purpose of this is to:
 Facilitate feedback regarding the employee’s performance
 Identify the employee’s potential for further advancement and development
 Increase motivation through tangible recognition of good performance
 Increase efficiency and productivity
 Identify training and development needs
 Build and strengthen the supervisor/ subordinate relationship

IILM-AHL, JAIPUR
Page 27
The overall performance rating of an employee shall be classified as
follows:
1. BELOW TARGET (B)
 The staff member’s performance is below the minimum accepted standards and it
is quite obvious that their overall ability cannot meet the job requirements.
2. ON TARGET (A)
 The staff member performs all duties and responsibilities in an efficient and
comprehensive manner.
 The employee works independently and requires little guidance and always seeks
out work in related areas.
 She/he makes numerous contributions to the overall effectiveness of her/his
department.
3. ABOVE TARGET (A+)
 The staff member performs all assigned duties and responsibilities in a thorough
and comprehensive manner with no need for direction, resulting in outstanding
contributions on a continued basis.
 She/he is considered as highly knowledgeable of her/his job and often aggressively
seeks to expand her/his scope of activity and assumes additional responsibility.
 Every employee shall first be appraised by the immediate supervisor / executive /
management, and then the performance appraisal interview shall be authoritatively
approved by:
 The General Manager for Level 4
 The Manager: Human Resource for Level 3
 The HOD for Level 2 and 1
4. EXCEPTIONAL (A++)
 All appraisal shall be seen and approved by the Manager: Human Resource and
HOD/General Manager.
 Attached to each Performance Appraisal interview are the various factors relevant
to the job.
 In evaluating an employee, the appraiser shall not only tick the appropriate boxes
but also provide remarks, incidents or comments, which warrant such an

IILM-AHL, JAIPUR
Page 28
assessment. This provides the employee with an objective overview and enables
her /him to identify her / him to identify her / his training needs.
 The performance management interview shall be an instrument to recommend her /
his merit salary increment or promotional salary adjustment
Necessary things to be considered at the time of performance
management:
I. Employee Satisfaction Feedback Form:
This form is fulfilled by the guest in the hotel. This form is mainly considered for the
Front office, Housekeeping and F & B Service department. In this form guest tell about
the positive and negatives which he feels about the hotel. Sometimes guest also mentioned
the name of the employee mentioning that he performs a good job or bad. At the time of
appraisal this form is also considered.
II. Rajvilas Ratna of the Month:
Under this, the supervisors or the head of the department gives Points to the employees
according to their performances. The employee who gets the highest points from each
department would be awarded as the “RAJVILAS RATNA OF THE MONTH” and a
Rajvilas Ratna party is organized for them which is attended by all of the HOD’S, GM and
all the employees. A certificate is given to them with a Trophy.
At the end of the year, when appraisal is done, then the Ratna ratings also considered. An
employee how many times gets the highest “RAJVILAS RATNA OF THE MONTH
AWARD”.

IILM-AHL, JAIPUR
Page 29
CHAPTER-5
RESEARCH METHODOLOGY
Research design: Descriptive Research Method
Descriptive are those studies which are concerned with describing the characteristics of a
particular individual or a group. In Descriptive, the research must be able to define clearly
what he/she wants to measure and must find adequate method for measuring it along with
a clear definition of population he/she wants to study. The design in such study must be
rigid and must focus attention on the following:
 The formulating the objective of study
 Designing the method of data collection
 Selecting the sample
 Collecting the data
 Processing and analyzing the data
 Reporting’s the findings
Population size: 150
Sampling method: Selective Method (Expert Sampling)
Sample size: 25
Data source: Primary data
Data collection method: Questionnaire Method
Type of questions: Structured
Type of questionnaire: Closed

IILM-AHL, JAIPUR
Page 30
CHAPTER-6
DATA ANALYSIS AND INTERPRETATION
DATA ANALYSIS
Q1. Since how many years have you been working with this organization?
0-2 Years 10
More than 2
yrs less than 5
yrs 6
More than 5
yrs less than 7
yrs 6
More than 7
yrs 3
0-2 Years
More than 2 yrs less than
5 yrs
More than 5 yrs less than
7 yrs
More than 7 yrs

IILM-AHL, JAIPUR
Page 31
Interpretation:
The question was designed to ascertain the period of working of the employees at
Oberoi Rajvilas. Most of the employees are working from 1-5 years and 7+ years. It
means that employees are loyal to the Oberoi Rajvilas and management is doing very
well for the employees by providing them timely training, and employee engagement
activities.
Q.2 Do you think Performance Management System is clearly defined in the
organization?
Agree 11
Strongly
Agree 12
Disagree 1
Strongly
Disagree 1
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 32
Interpretation:
According to the collected data most of the employees are aware about the procedure
of the performance management system at Oberoi Rajvilas.
Q.3 Do you think all the factors facilitating and hindering performance are taken
into consideration while appraising the performance?
Agree 12
Strongly Agree 9
Disagree 3
Strongly Disagree 1
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 33
Interpretation:
All the employees say that it is necessary to an employee that all the factors
facilitating and hindering performance are taken into consideration while appraising
the performance because it gives motivation to the employee to perform better. And
also make him/her feel that his/her work is recognized by the management.
Q.4 Goals set for Performance Evaluation are mutually decided goals ?
Yes 20
No 5
Yes
No

IILM-AHL, JAIPUR
Page 34
INTERPRETATION:
Employees are agreed that all the goals are mutually decided by management team
and with them as well.
Q.5 Do you think Performance Management System helps people set and
achieve meaningful goals?
Agree 11
Strongly
Agree 9
Disagree 5
Strongly
Disagree Nil
INTERPRETATION:
Employees are agreed that Performance management system helps them to get their
set goals and achievements and they are satisfied with it.
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 35
Q6. You are satisfied with the weightages given against each activity that you are
supposed to perform in the specified period by PMS ?
Yes 21
No 4
INTERPRETATION:
According to above collective data it is cleared that all the employees are satisfied
with the rating system of each activity and they are happy with the weightages for
activities, sets by the performance management system.
Yes
No

IILM-AHL, JAIPUR
Page 36
Q7. Does performance of employees improve due to current Performance
Management System?
Agree 10
Strongly Agree 12
Disagree 3
Strongly Disagree Nil
INTERPRETATION :
With the help of above data we can say that, all employees believes that their
performance increases with the help of current performance management system and
they are agreed with this statement.
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 37
Q8. Does the promotions are strictly based on Performance Management System?
Yes 16
No 9
INTERPRETATION:
By this data it is cleared that the promotion of the employees is not totally based on
performance management system.
Q9. Do you think your leadership and interpersonal skills are developed due to
Performance Management System ?
Agree 12
Strongly Agree 11
Disagree 2
Yes
No

IILM-AHL, JAIPUR
Page 38
INTERPRETATION:
From the graph it can be seen that most of the employees agreed that their leadership
& interpersonal skills are developed by the PMS
Q10. Your Job Description clearly defines KRA’s on which your performance is
rated ?
Agree 12
Strongly Agree 10
Disagree 3
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 39
INTERPRETATION:
With the help of above pie-chart it is cleared that the KRA’s of employees are clearly
defined in the job description on which their performance is rated.
Agree
Strongly Agree
Disagree
Strongly Disagree

IILM-AHL, JAIPUR
Page 40
FACTS AND FINDINGS/LIMITATIONS:
 Punctuality, regularity and loyalty of the employee towards the organization is also
considered at the time of performance management.
 Interdepartmental communication and coordination is also considered at the time
of performance management.
 Trainings are also providing to the employees of the organization in a practical
environment, time to time, so that their performance will improve and they
perform efficiently and effectively. .
 Sometimes the employee works hard for the whole year (i.e. 11½ months) but in
remaining 15 days, if there is any mistake is done by the employee it will affect
his/her appraisal and employee would have to suffer.
 The technology used in the organization is new. It decreases the manual work in
the organization so employees have lots more time for other important work
SWOT ANALYSIS:
STRENGTH:
 It is the first 5 star hotel in Jaipur
 Its location (near to the airport)
 It provides luxury accommodation to its customers
 Regulgarly training is provided to the employees , which helps in enhancing their
skills and employee involvement in the orgnisation
 It uses the environment friendly techniques.
 They follows ecofriendly i.e. “RRR” (Reduce,Reuse& Recycle) through which
they can save the environment.
 The Oberoi Rajvilas supports two organisations, SOS Children’s Village Jaipur
and Mother Teresa Foundation who provide better futures to underprivileged
members of the society.
WEAKNESSES:
Oberoi group is not hiring the people who are more than 25 in age for the initial level i.e.
Associate in any department.

IILM-AHL, JAIPUR
Page 41
OPPORTUNITIES:
A- Tourism industry is growing in Jaipur, and government is also focusing more on this
industry. So more opportunities are there for the growth of industry.
B- Now a day, Hotel Management is taking as a career option, so more and more
professional persons are coming to this industry.
THREATS:
As the tourism industry is growing, the competition is also increases as new competitors
are there in this sector like ITC, Rambagh, Marriot,Fairmont etc. So increase in the
competition may become a threat for the hotel.
SCOPE OF STUDY:
This research can be for vilases of Oberois in rajasthan. However this can not be hold
justified to the other kind of hotels in Rajasthan or in India of Oberois. For this purpose
the research can be taken as an initial base for a larger project.

IILM-AHL, JAIPUR
Page 42
Chapter-7
CONCLUSION AND RECOMMENDATION
LEARNINGS:
 I learned the practical implication of all the methods of HR which are in taught our
PGDM curriculum.
 I got a great opportunity to improve my interpersonal skills through take part in
recruitment process, reference checks, and telecommunication.
 I learned about the proper documentation of files and papers of employees as in
HR it is the most important work.
 During my SIP I learned that coordination and cooperation between the different
departments and employees are necessary. Without this no one can perform its
task. So teamwork is the main basic of getting success.
 I got to know that only work is not necessary to motivate employees to perform
better. Employee engagement activities are necessary to motivate them.
CONCLUSION
Importance of the Performance Management System
To assess the performance of an employee correctly is an important step of performance
management as it let the employee know about his strength and weakness. The
management and the employee himself comes to know about the areas where he/she need
to improve so that he/she can prove beneficial to the organization and help in achieving
goals efficiently and effectively.
After the collection of the relevant data from 25 respondents, and analyzing the
information, the conclusions that can be drawn from the research are as follows:
The Performance management system at The Oberoi Rajvilas is very good. It includes all
the aspects of an employee, which are necessary to perform a job. The most of the
employees of the Rajvilas are satisfied with the performance management system. But
some employees are not satisfied with this system. Sometimes there is biasness from the
superior side, so if some reward will be given to the seniors, may be they will do the
appraisal more appropriately. It also done various employee engagement activities and
provide timely training to the employees, according to the need of the department..

IILM-AHL, JAIPUR
Page 43
RECOMMANDATIONS AND SUGGESTIONS:
 The performance management system should be result oriented. If the employee
achieves the target or performs standard performance then good appraisal should
be given to him/her.
 As in the hospitality sector there are mainly two seasons “Peak Season” and “Off
Season”. In peak season the amount of work is more and an employee put more
hard work to complete his /her task. But in off season the amount of work is less in
comparison of peak season.
 The performance of the employee differs in both the seasons. So half yearly
performance appraisal system should be adopted, on the basis of that performance
of the both the seasons can be judged efficiently.
 As in hotel industry every department has its unique characteristics. It is not
possible to judge the performance of all the employees on a set format. So
performance appraisal form should be different according to the various
departments or jobs need.
 The performance management should encourage and rewarded so that they will
appraise more accurately and biasness will not be exists.
 The timely (quarterly) self appraisal form and superior rating form can be filled by
the appraisee and appraiser, so that more accurate record of the employee’s
performance can be kept. And at the time of appraisal these appraisal forms can be
taken into consideration, so that more accurate appraisal analysis can be done.

IILM-AHL, JAIPUR
Page 44
Annexure
Annexure: 1
QUESTIONNAIRE
Q1. Since how many years have you been working with this organization?
A. 0-2 Years
B. More than 2 yrs to less than 5 Years
C. More than 5 yrs to less than 7 years
D. More than 7 years
Q2. Do you think Performance Management System is clearly defined in the
organization ?
A. Strongly agree
B. Disagree
C. Agree
D. Strongly disagree
Q3. Do you think all the factors facilitating and hindering performance are taken into
consideration while appraising the performance?
A. Strongly agree
B. Disagree
C. Agree
D. Strongly Disagree
Q4. Goals set for Performance Evaluation are mutually decided goals ?
A. Yes
B. No

IILM-AHL, JAIPUR
Page 45
Q5. Do you think Performance Management System helps people set and achieve
meaningful goals.?
A. Strongly agree
B. Disagree
C. Agree
Q6. You are satisfied with the weightage given against each activity that you are
supposed to perform in the specified period by PMS ?
A. Yes
B. No
Q7. Does performance of employees improve due to current Performance
Management System?
A. Agree
B. Disagree
C. Strongly Agree
Q8. Does the promotions are strictly based on Performance Management System?
A. Yes
B. No
Q9. Do you think your leardership and interpersonal skills are developed due to
Performance Management System ?
A. Agree
B. Disagree
C. Strongly agree

IILM-AHL, JAIPUR
Page 46
Q10. Your Job Description clearly defines KRA’s on which your performance is
rated?
A. Agree
B. Disagree
C. Strongly agree

IILM-AHL, JAIPUR
Page 47
Annexure: 2
DEPARTMENT OF HUMAN RESOURCE
Feedback Form
Instruction:-
You are required to answer all the questions below. Other necessary instructions are given
below the concerned questions.
Are you happy with your organization?
Yes
No
May Be
If May be please mention the reason below
_________________________________________________________________________
_________
_________________________________________________________________________
_________
If you want to leave the organization what would be the reason for it ? (Rank the below
reasons according to the importance).
Career Opportunity __
Family Reasons __
Compensation/Salary __
Dissatisfied with Boss __

IILM-AHL, JAIPUR
Page 48
Working Environment __
Work life Balance __
Higher Studies __
Dissatisfied with Team __
If any other please mention
_________________________________________________________________________
According to you which area of The Oberoi Rajvilas, needs improvement? (Rank the below
reasons according to the importance).
Training __
Work Environment __
Senior Management __
Career Opportunity __
Compensation & Salary __
Customer Handling __
Department Heads __
If any other, please mention
____________________________________________________________
_____________________________________________________________

IILM-AHL, JAIPUR
Page 49
Annexure: 3
360 feedback:
Middle- to Upper-Level Manager, Organizational Leader
Character
o Eagerly pursues new knowledge, skills, and methods
o Knows own strengths and limitations
o Personally committed to the strategy
o Makes decisions based on business needs rather than personal agenda
o Self confident
o Open to feedback and criticism
o Avoids negative politicking and hidden agendas
o Willing to take a courageous stand
o Trusts others appropriately
o Respected by others
o Sincere and straightforward
o Serves others; avoids selfishness
o Accepts responsibility for own mistakes
o Can be trusted with sensitive information
o Patient when necessary
o Avoids bias in attitude or treatment of people
Interpersonal Skills
o Resolves conflicts among team members
o Brings conflicts into the open for resolution
o Listens effectively
o Encourages open dialog
o Gives personal attention; is accessible
o Adjusts to changes without frustration
o Preserves others’ self esteem
o Earns respect without being overbearing
o Recognizes the value of people with different talents and skills
Building Talent
o Gives me enough feedback
o Gives feedback accurately and fairly
o Makes performance review a meaningful experience
o Develops a talented team

IILM-AHL, JAIPUR
Page 50
o Judges the capabilities of people accurately
o Keeps talented people challenged
o Develops bench strength for the future
o Develops career paths for talented employees
o Knows employee needs for development
o Provides cross-training and job rotations
Leadership/Motivation
o Makes a compelling case for his/her point of view
o Effectively persuades others in order to build commitment for ideas
o Communicates an inspiring vision
o Helps people develop passion for their work
o Recognizes employee contributions and ideas
o Sensitive to satisfaction and morale in the group
o Generates urgency in others
o Recognizes and rewards high performers
o Provides a positive example; "walks the talk"
o Creates an atmosphere that inspires others to achieve at a higher level
o Helps staff define clear objectives
o Regularly reviews objectives with staff
o Involves employees in decisions
o Delegates enough work
o Delegates authority; encourages independence
o Sets clear deadlines
o Facilitates rather than dominates
o Manages costs without alienating work force
o Communicates reasons for changes and decisions
o Conducts effective meetings
o Manages people according to their unique needs
o Tolerates honest mistakes as learning experiences
o Articulates the strategy in plain language

IILM-AHL, JAIPUR
Page 51
Annexure: 4
FINAL FEED BACK FORM:
Department:-
Responsibility Level:-
Designation:-
Instructions:-
You are required to rate all the questions according to the rating table.
Strongly Disagree/
Guest feedback is taken seriously and acted upon in my company.
Guest feedback is seriously considered and necessary actions are taken in my company.
Guest feedback is analyzed and prompt actions are taken to maintain the quality of service
in the company.
We work hard here to exceed the expectations of our customers.
Our goal is to exceed the expectations of our customers for which we work hard here.
Everyone here at works hard to get most guest satisfaction.
There is someone at work who encourages my development.
Strongly Disagree/
Extremely dissatisfied
1
2
3
4
Strongly Agree 5

IILM-AHL, JAIPUR
Page 52
My learning and efforts are recognized & encouraged by someone at work.
My superiors are genuinely concerned and encourage my development.
I feel I am learning and growing on the job.
There are enough opportunities for me to learn and grow.
I get opportunities to learn and develop myself at work place.
The training that I received has been useful and I have put into the practice.
The training given to us is relevant for our work
I have put into the practice the skills which I learnt during the training.
My manager keeps me informed about how well I am meeting my goals/objections.
Regular feedbacks are given by my manager about my performance.
Required guidance is given on time by my manager in-regards to I meeting the goals and
performance.
My manager holds all employees accountable to high standards of performance.
Employees are accountable for their performance standards.
There is existence of accountability for every action of mine at workplace.
My boss/superior/manager cares about me as a person.
My superiors take care of me as a person.
My manager appraises his subordinates according to their real performance.
My manager is not bias while analyzing performance & appraisal.
Real performance is taken into account for appraisal by my manager.
The performance management system is working effectively for me.
I am satisfied with the performance management system used in my company.
Performance Management System used in the company is effective and acceptable.
I know what is expected of me at work

IILM-AHL, JAIPUR
Page 53
Expectations from me at work have being cleared and defined.
I have been well informed about expectations from me at work.
I know what is needed to be successful in future.
I am aware and informed of the needs which are required to be successful in future.
I know my performance level and development areas to be successful in future.
Our senior leaders at my hotels/business units are excellent role models of our Company’s
Dharma and values.
Senior leaders encourage collaboration and team work across the business.
Senior leaders make it clear that employees are critical to the organization success.
I believe senior management will take actions on the issues identified in this survey.
SAY:-
I would, without hesitation, recommend this organization to a friend seeking employment.
Given the opportunity, I tell others great things about working here.
STAY:-
I rarely think about leaving this organization to work somewhere else.
It would take a lot to get me to leave this organization.
EMPLOYEE REWARDS & RECOGNITIONS
Instructions: Please indicate your response to the following questions by filling in the
appropriate square with check or cross mark or by shading it.
Part-A: Employee Profile
1. Departmental Function: _____________________________________________
2. To which responsibility level do you belong? .
Part-B: Overall Employee Opinion

IILM-AHL, JAIPUR
Page 54
3. How important are the following to you?
Not at All Some Extremely
Important Importance Important
- Receiving formal recognition for your efforts in
making a difference
- Being recognized by management for your efforts
- Being recognized by peers and co-workers for
your efforts
- Receiving recognition for team accomplishments
- Feeling a spirit of teamwork and cooperation
among co-workers
- Feeling that your work is valued and appreciated
- Independence and freedom to influence work
content and methods
- Bonuses and other financial incentives
- Provision for advanced work tools
(Computer, software)
- Possibility to achieve promotion
- Challenging work tasks
- Support and guidance of supervisors and other
superiors
- Opportunities for career growth and other
professional development
- Participation in decision-making
4. Do you agree or disagree with the following statements:
Neither
Strongly Agree nor Strongly
Disagree Disagree Agree
- I am well aware of what is expected from my work
- I have the materials and equipment to do my work
Right
- At work, I’m given the opportunity to do my best
- In the past seven days I’ve received recognition and
praise for my work
- My supervisor cares about me as a person
- At work, am encouraged for my development
- The objectives of my organisation makes me feel
my job is important
- My opinions are taken into account at work
- My associates (fellow workers) are committed to
x
x
xx

IILM-AHL, JAIPUR
Page 55
doing a quality work
- I donot have a best friend at work
- In the last 6 months, I’ve been appreciated for
my progress - In
growth
5. Please rate the following incentives on a scale 1-5 and cross the corresponding box,
considering how motivating these are for you. (1 = no motivational effect, 2 = low
motivational effect, 3 = average motivational effect, 4 = good motivational effect, 5 = high
motivational effect) 1 2 3 4 5
Annual bonus based on the company’s achievement in
financial targets
- An extra day off as a reward of a well-done project
- Employee of the Attendance award
- Award ceremonies of 10, 20 and 30 years of service
- An article of you at work, published in the company’s
magazine
- Lunch with boss & team members in the company’s
cafeteria
as a reward
A personal "thank you" or Note of appreciation from
supervisor, manager, or co-worker
Verbal praise of appreciation from the manager in front of
colleagues
- Allowed to purchase the work tools and software of choice
- Cab benefit
- Housing benefit
Part-C: Organisation’s Reward and Recognition System
6. In your experience, how well does the organisation perform in
delivering each of the following: Not at all

IILM-AHL, JAIPUR
Page 56
well Average Well
Giving formal recognition for employee efforts
to “make a difference”
Management recognizing employees whose efforts
make a difference
- Co-workers and peers recognizing employees who
are making a difference
- Recognizing individual team members equally for
their efforts
- Building a spirit of teamwork and cooperation
among co-workers
- Demonstrating that your work is valued and
respected
- Treating employees fairly
- Recognising and appreciating outstanding
attendance
- Recognising years of service to the company
7. How would you rate your overall satisfaction with the current rewards and
recognition programs offered by the organisation?
 Very Satisfied  Neither Satisfied nor Dissatisfied  Not Satisfied
8. Have you ever received an award from organisation?
 Yes  No
(If yes describe)
__________________________________________________________________
9. Have you ever nominated someone for an award?
 Yes  No
(If yes, describe) __________________________________

IILM-AHL, JAIPUR
Page 57
10. When you think about organisation's employee recognition program, to what extent do
you agree or disagree with the following statements?
Neither
Strongly Agree nor Strongly
Disagree Disagree Agree
The criteria for the recognition programs
has been clearly explained to me
- I'm aware of the procedures for nominating
an employee for an award
- It doesn't take much time and effort to
nominate employees for an award
- The recipients of the employee awards are
adequately publicized
- I am aware of the gift awards associated with
the program
- I can select an award, if recognized, that will
have value to me
- Employee(s) of the Month awards should be
issued
11. Please rate the importance of the following criteria as qualification for an award:
Not at all Average Extremely
Important Importance Important
Outstanding performance   
Focus on innovation   
Consistently doing a good job   
Exceeding performance objectives   
Achieving cost savings   
Exceeding service expectations   
Demonstrated teamwork   
Outstanding customer service   

IILM-AHL, JAIPUR
Page 58
WEBILIOGRAPHY:
www.oberoihotels.com
www.google.co.in

INDU TANWAR (PROJECT)

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Ähnlich wie INDU TANWAR (PROJECT)

Ähnlich wie INDU TANWAR (PROJECT) (20)

INDU TANWAR (PROJECT)